Customer Care FAQs
Your order request enters our warehouse for pick/pull of in-stock items usually within a couple of hours of submission (during business hours) and/or first thing the business day following order submission (if after hours). Our Care Team will contact you at various points in processing where necessary to advise of any questions or longer-term delays or issues that arise. But if the backorders are anticipated to arrive within a short or medium timeframe (a few days to a few weeks), we ask that you trust we are diligently working to get those items into stock for you.
Once we have acquired everything, we prep and configure your particular combination of items for safe packaging (to account for items of large size or odd shape, or fragile or machined components). These same size/shape/availability factors is also why it is impossible for our automated calculator to give you a perfect shipping cost estimate at the time of order submission. An automated shipping cost estimator is unable to take into account all of the factors that relate to combination of items, their fragility, weight and balance within a package, as well as the final package size restrictions imposed by the shipping carrier.
All cancellation requests (item cancellation, or full order cancellation) must be submitted VIA EMAIL (no phone messages!)
Send your instructions for cancellation of an item or entire order to ordercare@aircooled.net (or just hit reply to the Order Request Summary/Confirmation Email that was previously sent to you).
We are happy to combine newly requested items for shipment with a pending order or backordered items (assuming that all the items can be combined into one package safely and/or logistically).
When you want/need to add things to an already existing order, the way to ensure combined shipment is to place another order via our online system and put in the Order Messages/Notes “please combine shipment of this order with my pending order not yet shipped.” We see the “add-on” order immediately and take swift action to combine them. We also pass along any savings on shipping that result from combining shipment where possible, so any additionally quoted shipping cost will be adjusted appropriately.
he reason for requiring that you submit requests for additional items via our web store is that most emailed requests for items do not provide all the specifics needed, plus it is sometimes difficult to sift out “final order” information accurately when it has evolved through the course of an email conversation! Submitting your add-on items as a new online order allows us to process your request for combined shipment flags the warehouse to “pause processing” of your order-already-in-progress, to allow for combined shipment, and it also ensures that an appropriate amount is pre-authorized on your card used for payment to accommodate the additional cost of the items. Our online system is designed to capture all the order detail necessary to expedite your multiple orders efficiently and accurately.
Most of our products have application year/model or fitment information in the product name and/or description. But half the battle is determining what you actually have on YOUR car…since over the years, previous owners of your vehicle may have swapped out parts from different years (creating what is often called a “Frankenwagen”). If you need to clear up if a part is going to fit your vehicle, send an email to our Tech Dept with your question, known vehicle information, and ideally a PHOTO that helps illuminate your situation. Our VW Tech Advisor will do his best to help you figure out what you need. The more details you can provide, the better we will be able to help.
Online orders are accepted 24 hrs per day, 7 days a week.
Order cutoff time is NOON, Mountain Time. New orders, add-on orders, and item changes/deletions submitted either online or via email after this time may not be seen or processed until the following business day.
Orders ship out Monday through Friday. Our warehouse is closed on weekends.
Orders for pickup at our Will-Call location in Murray, Utah may be picked up Tuesday – Friday between 10am – 4pm. Please note that Local Order Pickup is not available on Mondays.
Customer Service by Email: In general, we are able to respond to inquiries either the same, or next business day. We attempt to at least respond to all emails, (even if we can’t immediately answer all of your questions) within 72 hours. International Order Inquiries may experience longer response times. Depending on the nature of emailed inquiries we are often able to and regularly do respond outside of regular business hours.
For accuracy reasons we no longer take orders by telephone.
Ordering online at vwparts.aircooled.net is the best way to ensure that your order information is complete and accurate, that your payment information is transmitted securely, and that you are given the opportunity to select from all of the applicable product options, and shipping options (shipping estimates are based on your shipping address). Our online system is designed to capture the order detail necessary to expedite your order efficiently and accurately.
If the reason you are wanting to place an order by phone is that you have concerns about submitting your payment information online, there is a way to bypass the credit card input fields, so that the rest of your order information can be submitted accurately and completely.
We ask that you send us your order and tech questions by email instead of calling us. Your email is directed to the appropriate person or department and will be answered as quickly as we are able (response time depends on the nature of info you are asking for AND on the volume of email inquiries we are experiencing).
We provide all customer care and product support by email because not only does customer care and tech assistance by phone tend to be about 20 times more time consuming than the same questions answered via email, but verbal conversations also result in higher error rates and misunderstandings. Email correspondence provides a written record of all info related to each customer’s needs and situation (vehicle info, project goals, timeframe of parts needs, and specific service and parts requests). We refer to your correspondence and order history to be able to serve you better, AND it gives you a written record to refer back to as well, so that you don’t have to rely on your memory to recall what service commitments we have made to you.
We rely heavily on email as the most efficient and accurate way to serve our customers. Please only contact us by PHONE if email is not possible for some reason, or if your situation (or tech question) is so complicated that it cannot be explained in writing.
Email is vastly more flexible, reliable, and efficient than playing telephone tag, but it is still not a perfectly reliable communication tool…
It is our policy to answer every email inquiry that REACHES OUR INBOX. But since email is not entirely error-free, if you do NOT receive a response within 3 business days, then most likely your message may not have reached us, and you should EMAIL US AGAIN. Our spam system is pretty smart, but once in a while a few “real” emails do get tagged & snagged as spam by our filter system (an unfortunate necessity since we have publicly posted company email addresses). If you send REPEATED email messages to us and still do not receive any reply, AND you have checked YOUR spam folder and our response to you is not there either, then it’s time to resort to a phone call. Call and leave a voicemail at 801-453-1906 with a brief description of your inquiry and please mention that you have previously attempted to reach us via email.
If you are calling about an order, be sure to include your NAME and ORDER NUMBER.
If you are calling with a non-order-related general inquiry, please state your reason for calling, your phone number AND your email address, so that we can direct your question to the right department for response. Your email address will be used to search for your prior email and also to check our email log files to determine if there is a larger problem occurring.
Except for if you email us from a different address (to which we will hit “reply”), all email communication with customers will be via the email address submitted with your most recent order. It is very important that you submit your orders with a CURRENT and VALID email address!
We attempt to at least respond to all emails, (even if we can’t immediately answer all of your questions) within 72 hours. But since we are only human, and some periods of the year are busier than others, we may fall behind the targeted 72 hour response time. Most of the time, you will pleasantly surprised to discover that we have much faster than 72 hour response times. If your request for information is not responded to within 72 hours see the section below entitled: “Email is not a perfectly reliable communication medium”
WE DO NOT TAKE ORDERS BY PHONE. Our entire shipping system is set up to function off of orders submitted via our website. For this, and for accuracy reasons we generally do NOT to take orders by telephone. We will ask you to place your order via our ONLINE system even if you are on the phone with us getting your questions answered.
What you have heard is true. Aircooled.Net offers VW technical help via email at no charge.
It is becoming very popular, and we are proud to be reasonably liberal with our service, HOWEVER…nothing in life is completely “FREE”, and this service is no exception…
We realize that it is disappointing for our customers (and for us too!) when certain items go onto our backorder and/or temporarily unavailable list, but the nature of the aircooled vw aftermarket and OEM parts business is that these items sometimes do suddenly become available again even after supply has been limited. For this reason, we cannot and do not offer any guarantee of in-stock status or ship-by date at the time that you order.
Read more about our policies here: http://vwparts.aircooled.net/help_answer.asp?ID=11
Even if your package is visibly damaged, you should have the carrier notate that damage is visible, but still SIGN FOR and ACCEPT IT. If you refuse it, it can invalidate carrier insurance and may also delay replacement order shipping. KEEP ALL OF THE PACKAGING MATERIALS, including the shipping box, as they will be needed for inspection if an insurance claim becomes necessary.
Report the issue to us via email immediately upon discovery (within 10 days of date of delivery). We will then either initiate a claim on your behalf OR you might be instructed to contact the carrier directly — but you MUST start by reporting the problem to us to ensure proper procedure is followed.